Returning a Product
If you wish to return a product that you purchased from PetSmart online, please follow the instructions below. Note: We do not accept returns or exchanges on prescription medication products. Please see our Return Policy for further details.
Free In-Store Returns
To find a convenient store location, use the Store Locator. Returns are accepted in-store with the order confirmation as proof of purchase. The credit card used to purchase the merchandise is required for the return to be credited to the same card.
The following types of purchases may only be returned in stores:
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Same-day delivery purchases
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In-store pickup purchases
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Purchases made on a delivery provider app
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Purchases made for PetSmart services
You will receive a merchandise return card for the purchase price (minus shipping, delivery fees, gift wrap or other charges) for the following types of transactions:
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A return for which you do not have the same credit card that you used to make your purchase
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Purchases made with a payment method other than a credit card (such as PayPal)
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Purchases made on a delivery provider app
Please note: Special order purchases may not be returned in store. Please follow our return by mail instructions for special orders.
Return by Mail
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Call our Customer Care Team at 1-888-839-9638 to receive a return authorization number and shipping label.
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Pack the item safely and securely for shipping. A return shipping fee will be deducted from your refund. Affix the shipping label provided and send the package via FedEx. Visit fedex.com/locate to find the nearest FedEx pickup location
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Refunds, minus a return fee, are issued in the same form of payment originally used for the purchase within 30 days of our receiving the expected product.
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Retain a copy of the tracking number for your return shipment.
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You will receive an email notification when your return is processed. Please allow 3-7 days for credit processing depending on your bank
Please note: Exchanges are not available by mail. If a customer mails a return without a shipping label issued by PetSmart, all shipping charges must be paid by the customer. Please note that shipping charges are non-refundable. COD deliveries will be returned to the customer.
